A category is the basis for creating incidents (electricity, plumbing, machine…). The more precise the category, the less time spent resolving them on average.
Do not use ambiguous titles. Set the category clearly so that there is no room for doubt.
They automatically receive the incidents to be resolved in the categories they belong to.
Add the functionalities you need, photos, audio, video, freehand drawing, geoposition, predetermined questions, etc.